Customer Retention Specialist

5 days ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

**Company Overview**

Staff4Me is a leading provider of innovative solutions, dedicated to delivering exceptional customer experiences. We are seeking a highly skilled Customer Success Manager to join our team and play a key role in shaping the future of our customers' success.


**Job Description**

The Customer Success Manager will be responsible for developing and maintaining strong relationships with our customers, ensuring they achieve their goals and objectives through the effective use of our products and services. This will involve proactive communication, regular check-ins, and strategic planning to address any challenges or concerns that may arise.


**Key Responsibilities**

  • Customer Onboarding: Guide customers through the initial setup and implementation of our product or service, ensuring a smooth transition and understanding of the offerings.
  • Relationship Management: Build and maintain strong, long-lasting customer relationships by understanding their needs and ensuring they are met.
  • Customer Retention: Develop strategies to retain customers, reduce churn, and increase customer loyalty.
  • Account Management: Act as the primary point of contact for customer inquiries, issues, and escalations, ensuring timely resolution.
  • Product Expertise: Maintain a deep understanding of our products or services, and provide customers with relevant insights and best practices.
  • Feedback Loop: Gather and relay customer feedback to the product development team to help shape future product enhancements.
  • Reporting: Monitor customer usage and health metrics, preparing reports and presentations on customer success progress and outcomes.
  • Training and Support: Provide training sessions and resources to help customers maximize the value of our product or service.
  • Advocacy: Serve as a customer advocate, representing their needs and perspectives within the company.
  • Upselling and Cross-selling: Identify opportunities for upselling and cross-selling additional products or services to existing customers.


**Required Skills and Qualifications**

  • Education: Bachelor's degree in Business, Marketing, Communication, or a related field.
  • Experience: Proven experience in a customer success, account management, or similar customer-facing role.
  • Communication Skills: Excellent verbal and written communication skills with the ability to communicate complex concepts clearly and effectively.
  • Problem-Solving: Strong problem-solving skills with a proactive approach to identifying and addressing customer issues.
  • Technical Aptitude: Ability to quickly learn and understand technical products and services.
  • Empathy: High emotional intelligence and empathy to understand customer needs and concerns.
  • Time Management: Strong organizational skills with the ability to manage multiple customer accounts and priorities simultaneously.
  • Customer-Focused: A strong commitment to providing exceptional customer service and fostering positive customer relationships.
  • Analytical Skills: Ability to analyze customer data and metrics to inform decision-making and strategy development.
  • Team Player: Collaborative mindset with the ability to work effectively across different teams and departments.
  • CIRM Proficiency: Experience with Customer Relationship Management (CRM) software and tools.


**Benefits**

We offer a competitive salary and benefits package, including comprehensive health insurance, retirement savings plan, and generous paid time off. Our dynamic and supportive team environment provides opportunities for growth and professional development.

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